The player from Portugal had his winnings cancelled as the deposits haven’t been allegedly received by the casino. The complaint was rejected as the player asked us to close the case.
OrientXpress Casino - Player’s winnings were withheld.
Amount: €3,000
OrientXpress Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.0
OrientXpress Casino has a Safety Index of 2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Myself and 3 friends of mine invest in bitcoin, and we have been very successful. So we wanted to invest in a different way. We then found the orientxpress Casino which accepts bitcoin deposits. I personally made a total of 30,000 euros in deposits over 4 months, and I managed to get all my withdrawals paid by bank transfer, except one of 3,000 euros. Which was approved on the 17th but never processed. Another two of my friends are waiting for a withdrawal of 4,000 euros, and the other one for 650 euros. Also approved that same day, and never processed. We have all received emails from the Casino with threats that they want us to send all deposit reports to them, because they insist that they never received any payments from our deposits. They say that if we don't send the reports, they will require our banks to return all transfers made by the Casino. We then send them reports of all the deposits we've made, and they insist they haven't received payments from Coinbase. The crypto wallet we use. We don't know what to do. It is impossible to send eg. 300 euros in bitcoin for a casino, and they say they don't receive it. We've thought about talking to a lawyer. What can the Casino do against us? We are scared of this. Please help us. My orientxpress login is 1**id***5. Thanks so much for your help. I'll wait for an answer.
Edited by a Casino Guru admin
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2 years ago
Dear 19vidal65,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your withdrawal was suspended due to some deposits not being received by the casino yet.
Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how many deposits you have placed and if any of them were credited correctly?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
The Casino says it has not received any payment from all deposits. In 4 months I made a total of about 30 deposits. Large deposits sent from Coinbase in bitcoin. Big because I always received messages from a lady at the Casino telling me to make large deposits to level up and be able to make withdrawals higher than 5,000 euros every 30 days, as stated in the Casino rules and regulations. So it was. I managed 2 withdrawals of more than 5 thousand euros. And a few more minors. I find it strange to be depositing, playing a lot and when I won I would withdraw the winnings and there was never a problem. Now 4 months later this happens. That the Casino has not been paid once. It has in their possessions all proof of deposits sent that they asked me for. I'm not going to send anything else because I think this situation is very strange, and that someone on their side has sent the money.
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2 years ago
Could you please forward screenshots of your deposit receipts to petronela.k@casino.guru?
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2 years ago
Thank you very much, 19vidal65, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Thank you so much Petronela. I'm waiting for Peter's contact then..
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2 years ago
Hi 19vidal65,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite OrientXpress Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Thank you very much Peter, I appreciate your help. I cannot understand how we send a deposit to the Casino. We have the amount deposited on the line, and then they tell us they haven't received payments months later. Very strange indeed. It really seems like an excuse not to pay withdrawals. Try your best to help resolve this, because I just wasn't able to. Thanks.
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2 years ago
Dear Casino Guru Team,
Thank you for bringing this matter to our attention.
We would like to request the following posts from Orientxpress casino to remain private as we would like to discuss the specifics of the payments.
Looking forward to receiving your confirmation.
Regards,
Orientxpress Casino
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2 years ago
Translation
Because the Casino wants to keep payments private. I wonder why? Never in the history of online casinos has anything like this been heard of. We deposit our money in the Casino. They update the player's account with what was deposited. We play, win and cash out, and 4 months later they say they haven't received any payments. If they didn't receive payments, they wouldn't credit the player's account, would they? There is something very strange here. I just hope that Casino Guru manages to bring Casino Orientxpress to its senses, because this situation will only make this Casino lose credibility and lose players. Thanks so much for your help.
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2 years ago
Dear Orientxpress Casino team,
We will keep your posts private. Only you, the player, and casino.guru will be able to see them.
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2 years ago
Translation
Good morning Peter. The thing is, since I have an account at the Casino, I have not only made deposits with bitcoin, I have also made them with a credit card. Will they also say that the payments did not come in?? Sincerely. Another thing, I have no obligation to send proof. That's the Casino's job to receive and verify all incoming money. It was what was most lacking now in each deposit, the need to send documentation. No way. I sent all August, September and October movements and my crypto wallet address. I'm sure the Casino got in touch with Coinbase, to the point where they closed my account. I thought I lost the remaining money on Coinbase, but luckily they transferred it to my wallet. Anyway, I'm fed up with this situation, which apparently will not be resolved. The Casino that keeps the approved withdrawal, I don't care anymore. And I want my Casino account closed immediately. It's still open, I don't know why. I never intend to play there again. Thank you very much anyway for trying to help. You can close this case for me. A good day to you Peter.
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2 years ago
Thank you Orientxpress Casino team for your explanation.
Dear 19vidal65,
If this is your final decision, I accept it and will close the case. Should you decide to provide the requested information to the casino and continue with the investigation, you can always reopen the complaint.
